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V@  @ @ d@ (db@ d@ (d@ "d"@ (d@ (d@ "d \@ d@@ d@ (d@ (dG@ (d @ "d @ (d @ (d@ (dR@ (d@ (d @ "d@ dm@ (dx@ "d @ d@@ (d@ d @ (d @ (d @ (d }@ "d@ d@ (d@ (d ~@ "d@@ d@ d@ (dy@ "dz@ "d@ (d@ (d {@ "d@|@ "d @ (d &@ " '@ " d@ * c@ * @ " @ " @ "$ @ ( @ * @ (, @ (. @ 2 @ 6 @ (: @ (< @ (@ @ (B @ (F @ (J @ (N @ (P @ (R @ (V @ (X #@ (\ $@ (` )@ hd *@ hh +@ hl ,@ hp @ (t e@ (x @ (z @ (| !@ (~ @ ( @ ( ]@  @  q@  r@  @ ` %@ " (@ " @ ( @  @ h @ (e @ (e @ (e @ (e @ (e @ (e @ (e @ e @ (e @ e @ e @ (e@ @ @ e@ e@ e@ e@ e@  @  @ J @  p@  @ 3@ 6@ 9@ <@ ?@ B@ C@ D@ E@ F@ 4@ 5@ 7@ 8@ :@ ;@ =@ >@  @@ !A@ "@ #@ $@ %@ &@ '@ ( @ )!@ *"@ +#@ ,s@ -W@ .X@ /Y@ 0Z@ 1[@ 2.@ 3/@ 40@ 51@ 62@ 7g@ 8@ 9h@ :@ ;i@ <@ =@ >Q@ ?@ @R@ A@ BS@ C@ DT@ E@ FU@ G@ HV@ I@ JW@ K|@  L@ LM@ Nv@ O@ P @ Q @ R @ S @ T @ U@ V@ W@ X@ Y@ Z=@ [>@ \?@ ]@@ ^A@ _B@ `C@ aD@ bE@ cF@ dG@ eH@ fI@ gJ@ hK@ iL@ jM@ kN@ lO@ mP@ n3@ o4@ p5@ q6@ r7@ s8@ t9@ u:@ v;@ w<@ xu@ y@ z@ {@ |@ }@ ~@ @ @ @ @ @ @ H@ I@ J@ K@  L@ @M@ N@ O@ P@  Q@  $@  %@  &@  @'@ (@ )@ *@ +@ ,@ -@ @  @  @  @   @  @@  @  @  @   @   @   @   @   @@  @  @  @  @  @  @  @ j@ ek@ el@ e@ e@ e@ e@ e@ e@ e@ e@ @ X@ Y@ Z@ [@ \@ i@ j@ k@ l@ m@ @ @ ^@ @ @ @ @ e V@  @ @ d@ (db@ d@ (d@ "d"@ (d@ (d@ "d \@ d@@ d@ (d@ (dG@ (d @ "d @ (d @ (d@ (dR@ (d@ (d @ "d@ dm@ (dx@ "d @ d@@ (d@ d @ (d @ (d @ (d }@ "d@ d@ (d@ (d ~@ "d@@ d@ d@ (dy@ "dz@ "d@ (d@ (d {@ "d@|@ "d @ (d &@ " '@ " d@ * c@ * @ " @ " @ "$ @ ( @ * @ (, @ (. @ 2 @ 6 @ (: @ (< @ (@ @ (B @ (F @ (J @ (N @ (P @ (R @ (V @ (X #@ (\ $@ (` )@ hd *@ hh +@ hl ,@ hp @ (t e@ (x @ (z @ (| !@ (~ @ ( @ ( ]@  @  q@  r@  @ ` %@ " (@ " @ ( @  @ h @ (e @ (e @ (e @ (e @ (e @ (e @ (e @ e @ (e @ e @ e @ (e@ @ @ e@ e@ e@ e@ e@  @  @ J @  p@  @ 3@ 6@ 9@ <@ ?@ B@ C@ D@ E@ F@ 4@ 5@ 7@ 8@ :@ ;@ =@ >@  @@ !A@ "@ #@ $@ %@ &@ '@ ( @ )!@ *"@ +#@ ,s@ -W@ .X@ /Y@ 0Z@ 1[@ 2.@ 3/@ 40@ 51@ 62@ 7g@ 8@ 9h@ :@ ;i@ <@ =@ >Q@ ?@ @R@ A@ BS@ C@ DT@ E@ FU@ G@ HV@ I@ JW@ K|@  L@ LM@ Nv@ O@ P @ Q @ R @ S @ T @ U@ V@ W@ X@ Y@ Z=@ [>@ \?@ ]@@ ^A@ _B@ `C@ aD@ bE@ cF@ dG@ eH@ fI@ gJ@ hK@ iL@ jM@ kN@ lO@ mP@ n3@ o4@ p5@ q6@ r7@ s8@ t9@ u:@ v;@ w<@ xu@ y@ z@ {@ |@ }@ ~@ @ @ @ @ @ @ H@ I@ J@ K@  L@ @M@ N@ O@ P@  Q@  $@  %@  &@  @'@ (@ )@ *@ +@ ,@ -@ @  @  @  @   @  @@  @  @  @   @   @   @   @   @@  @  @  @  @  @  @  @ j@ ek@ el@ e@ e@ e@ e@ e@ e@ e@ e@ @ X@ Y@ Z@ [@ \@ i@ j@ k@ l@ m@ @ @ ^@ @ @ @ @  w@ H y@ ( @ (H( ~@ (, @ (. @ 2 @ "@ @ @ @ e@ e@ @ @ e@ ʀ@ ʀ@ ʀ@ @ @ e@ e@ @ @ e@ ʀ@ ʀ@ ʀ@ @ @ e@ e@ @ @ e@ ʀ@ ʀ@ ʀ@ @ @ e@ e@  @  @ e @ ʀ @ ʀ @ ʀ@ @ @ e@ e@ @ @ e@ ʀ@ ʀ@ ʀ @ !@ "@ e#@ e%@ &@ '@ e(@ ʀ)@ ʀ*@ ʀ+@ ,@ -@ e.@ e0@ 1@ 2@ e3@ ʀ4@ ʀ5@ ʀ6@ 7@ 8@ e9@ e;@ <@ =@ e>@ ʀ?@ ʀ@@ ʀA@ B@ C@ eD@ eF@ G@ H@ eI@ ʀJ@ ʀK@ ʀL@ M@ N@ eO@ eQ@ R@ S@ eT@ ʀU@ ʀV@ ʀW@ e X@ e Y@ e Z@ e [@ e \@ e]@ e^@ e_@ e`@ ea@ b@ c@ d@ e@ f@ g@ h@ i@ j@ k@ l@ m@ n@  o@ !p@ "q@ #r@ $s@ %t@ &u@ 'v@ (w@ )x@ *y@ +z@ ,{@ -|@ .}@ /~@ 0@ 1@ 2@ 3@ 4@ 5@ 6@ 7@ 8@ 9@ :@ ;@ <@ =@ >@ ?@ @@ A@ B@ C@ @ @ @ @  @ @@ @ @ @  @  @  @  @  @@ @ @ @ @ @ @ @  @  @  @   @  @@  @  @  @   @   @   @   @   @@  @  @  @  @  @  @  D@ E@ F@ G@ H@ I@ J@ K@ L@ M@ N@ O@ P@ Q@ R@ S@ T@ U@ V@ W@ X@ Y@ Z@ [@ \@ ]@ ^@ _@ `@ a@ b@ c@ d@ e@ f@ g@ h@ i@ j@ k@ l@ ʠm@ ʠn@ ʠo@ ʠp@ ʠq@ ʠr@ ʠs@ ʠt@ ʠu@ ʠv@ ʠw@ ʠx@ ʠy@ ʠz@ ʠ{@ ʠ|@ ʠ}@ ʠ~@ ʠ @ ʠ @ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʀ @ ʀ!@ ʀ"@ ʀ#@ ʀ$@ ʀ%@ ʀ&@ ʀ'@ ʀ(@ ʀ)@ ʀ*@ ʀ+@ ʀ,@ ʀ-@ ʀ.@ ʀ/@ ʀ0@ ʀ1@ ʀ2@ ʀ3@ ʀ4@ ʀ5@ ʀ6@ ʀ7@ ʀ8@ ʀ9@ ʀ:@ ʀ;@ ʀ<@ ʀ=@ ʀ>@ ʀ?@ ʀ@@ ʀA@ ʀB@ ʀC@ ʀD@ ʀE@ ʀF@ ʀQ@ eR@ eS@ eT@ eU@ eV@ eW@ eX@ eY@ eZ@ e[@ \@ ]@ ^@ _@ `@ a@ b@ c@ d@ e@ f@ g@ h@ i@ j@ k@ l@ m@ n@ o@ p@ q@ r@ s@ t@ u@ v@ w@ x@ y@ z@ {@ |@ }@ ~@ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ @ ʠ @ ʠ @ ʠ@ @ @ @  @ @@ @ @ @  @  @  @  @  @@ @ @ @ @ @ @ @  @  @  @   @  @@  @  @  @   @   @   @   @   @@  @  @  @  @  @  @   @  @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @  @ !@ "@ #@ $ @ % @ & @ ' @ ( @ )@ *@ +@ ,@ -@ .@ /@ 0@ 1@ 2@ 3@ 4@ ʀ5@ ʀ6@ ʀ7@ ʀ8@ ʀ9@ ʀ:@ ʀ; @ ʀ<!@ ʀ="@ ʀ>#@ ʀ?$@ ʀ@%@ ʀA&@ ʀB'@ ʀC(@ ʀD)@ ʀE*@ ʀF+@ ʀG,@ ʀH-@ ʀI.@ ʀJ/@ ʀK0@ ʀL1@ ʀM2@ ʀN3@ ʀO4@ ʀP5@ ʀQ6@ ʀR7@ ʀS8@ ʀT9@ ʀU:@ ʀV;@ ʀW<@ ʀX=@ ʀY>@ ʀZ?@ ʀ[@@ ʀ\_@ ]c@ ʐ^b@ _s@ e`t@ ea@ Hb@ Hc@ ed@ ee@ f@ g@ eh@ ei@ ʐj@ ʐk@ l@ m@ n@ eo@ ep@ ʐq@ ʐr@ s@ t@ u@ ev@ ew@ ʐx@ ʐy@ z@ {@ |@ e}@ e~@ ʐ@ ʐ@ @ @ @ e@ e@ ʐ@ ʐ@ @ @ @ e@ e@ ʐ@ ʐ@ @ @ @ e@ e@ ʐ@ ʐ@ @ @ @ e@ e@ ʐ@ ʐ@ @ @ @ e@ e@ ʐ@ ʐ@ @ @ @ e@ e@ ʐ@ ʐ@ @ @ @ e@ e@ ʐ@ ʐz@ H@ @ @ {@ x@ H@ @ @ 6 @ @  @ Q@ d@ (d"@ d@ dR@ (d]@ (d ;@ (d*@ (dT@ d@ d@ (d<@ (d Q@ (d@S@ (d F@ ( G@ 8 @ ( @ ( 8@  9@ h :@ h @ 8$ @ 8, @ (f4 @ e< @ eD @ (eL @ eT @ 8e\ @ ed &@ el '@ et (@ e| @ f @ 0e @ 0e @ 8e @ 0e /@ 0e 0@ 0e 1@ 0e@ U@ @ @  @ #@ @ +@  7@  @   @  @  @  @ a@ b@ c@ d@ e@ @ @ @ @ @ @ @ @ @ @ @ @  @ !@ "@ #@ $@ %@ &@ '@ (f@ )g@ *h@ +i@ ,j@ -@ .@ /@ 0@ 1@ 2k@ 3l@ 4m@ 5n@ 6o@ 7@ 8@ 9@ :@ ;@ <p@ =q@ >r@ ?s@ @t@ A@ B@ C@ D@ E@ F@ G@ H@ I@ J@ K@ L@ M@ N@ O@ Pu@ Qv@ Rw@ S@ T@ U@ V@ W@ X@ Y@ Zx@ [y@ \z@ ]@ ^@ _@ `@ a@ b@ c@ d@ heW@ f@ g@ h@ i@ j@ k@ l@ m@ n@ o@ p@ q@ r@ s@ t@ u@ v!@ w#@ x%@ y'@ z)@ ~@ @ @ @  @ @@ @ @ @  @  @  @  @  @@ @ @ @ @ @ @ >@  ?@  @@  A@   B@  @C@  D@  E@  F@   =@   G@   H@   I@   @J@  K@  L@  M@  N@  O@  P@  {@ |@ }{@ e~|@ e}@ e@ e@ e@ e@ e@ e@ e@ e=@ >@ ?@ @@ A@ D@ E@ @ D< @  @ Q@ d@ (d"@ d@ dR@ (d]@ (d ;@ (d*@ (dT@ d@ d@ (d<@ (d Q@ (d@S@ (d F@ ( G@ 8 @ ( @ ( 8@  9@ h :@ h @ 8$ @ 8, @ (f4 @ e< @ eD @ (eL @ eT @ 8e\ @ ed &@ el '@ et (@ e| @ f @ 0e @ 0e @ 8e @ 0e /@ 0e 0@ 0e 1@ 0e@ U@ @ @  @ #@ @ +@  7@  @   @  @  @  @ a@ b@ c@ d@ e@ @ @ @ @ @ @ @ @ @ @ @ @  @ !@ "@ #@ $@ %@ &@ '@ (f@ )g@ *h@ +i@ ,j@ -@ .@ /@ 0@ 1@ 2k@ 3l@ 4m@ 5n@ 6o@ 7@ 8@ 9@ :@ ;@ <p@ =q@ >r@ ?s@ @t@ A@ B@ C@ D@ E@ F@ G@ H@ I@ J@ K@ L@ M@ N@ O@ Pu@ Qv@ Rw@ S@ T@ U@ V@ W@ X@ Y@ Zx@ [y@ \z@ ]@ ^@ _@ `@ a@ b@ c@ d@ heW@ f@ g@ h@ i@ j@ k@ l@ m@ n@ o@ p@ q@ r@ s@ t@ u@ v!@ w#@ x%@ y'@ z)@ ~@ @ @ @  @ @@ @ @ @  @  @  @  @  @@ @ @ @ @ @ @ >@  ?@  @@  A@   B@  @C@  D@  E@  F@   =@   G@   H@   I@   @J@  K@  L@  M@  N@  O@  P@  {@ |@ }{@ e~|@ e}@ e@ e@ e@ e@ e@ e@ e@ e=@ >@ ?@ @@ A@ D@ E@ @  @ H @ (@ (d@@ "d@ (d@ (d @ HU@ @ e@ e@ e@ e@ e@ e@ e@ e@ e@ e@ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @ @  @ @@ @ @ @  @  @  @  @  @@ @  @  @  @  @  @ @  @  @  @   @  @@  @  @  @   @   @   @   @   @@  @  @  @  @   @  !@  "@ #@ $@ %@ &@ '@ (@ )@ *@ +@ ,@ -@ .@ /@ 0@ 1@ 2@ 3@ 4@ 5@ 6@ 7@ 8@ 9@ :@ ;@ <@ =@ >@ ?@ @@ A@ B@ C@ D@ E@ F@ G@ H@ I@ K@ ʠM@ ʠO@ ʠQ@ ʠS@ ʠU@ ʠW@ ʠY@ ʠ[@ ʠ]@ ʠ_@ ʠa@ ʠc@ ʠe@ ʠg@ ʠi@ ʠk@ ʠm@ ʠo@ ʠq@ ʠs@ ʠ u@ ʠ w@ ʠ y@ ʠ {@ ʠ }@ ʠ@ ʠ@ ʠ@ ʠ@ ʠ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ@ ʀ @ ʀ!@ ʀ"@ ʀ#@ ʀ$@ ʀ%@ ʀ&@ ʀ'@ ʀ(@ ʀ)@ ʀ*@ ʀ+@ ʀ,@ ʀ-@ ʀ.@ ʀ/@ ʀ0@ ʀ1@ ʀ2@ ʀ3@ ʀ4@ ʀ5@ ʀ6@ ʀ7@ ʀ8@ ʀ9@ ʀ@ :@ ;@ <@ =@ >@ ?@ @@ A@ B@ C@ D@ E@ eF@ eG@ HH@ HI@ eJ@ eK@ eL@ eM@ ʐN@ ʐO@ eP@ eQ@ ʐR@ ʐS@ eT@ eU@ ʐV@ ʐW@ eX@ eY@ ʐZ@ ʐ[@ e\@ e]@ ʐ^@ ʐ_@ e` @ ea @ ʐb @ ʐc @ ed @ ee@ ʐf@ ʐg@ eh@ ei@ ʐj@ ʐk@ el@ em@ ʐn@ ʐo@ ep@ eq@ ʐr@ ʐs@ et@ eu@ ʐv@ ʐ @ w!@ xV@ eyW@ ez^@ {_@ |`@ e}a@ e~h@ i@ j@ ek@ er@ s@ t@ eu@ e|@ }@ ~@ e@ e@ @ @ e@ e@ @ @ e@ e@ @ @ e@ e@ @ @ e@ e@ @ @ e@ e@ @ @ @ @  @ 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"; // main side pane table titleStr += " "; titleStr += " "; var backArrowStr = ""; var forwardArrowStr = ""; if (noNav == false) { backArrowStr += "
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FC8aW~('U}5ZtK'Ú8R.O@һ" FC8aW~('X7|JۯFCV "@$QIX9ty'=`!ǔ[dDOyA@S6HGĒb\ LyWdRD=x9@ˣ.ML^kIvTi G<ގzE67@r3@\䕤+I DamCc9" @$QIX9ty('<D8q@@X!MlsY( GX!MlsY@@S6HGĒb\@JEzA#}_4@@!/a Gon]?@G&^nHMB@JEzA#}_ LaBI8S] 0 $@@!/a Gon]?@@8D#<&@aBI8S] 0 ('=} @B[6C(@aBI8S] 0 ( >!`"Aَ8b*@aBI8S] 0 ('>qUxP HA7,@aBI8S] 0  ?RE|_L'(]:@ˣ.ML^kIvTi G~13O%ZY>7K@2դN4r( R7?@8oH@^6׊ME@I-EY䤟<}B@JEzA#}_@2դN4rI@7?@8o@ :~p{DʕUC@I-EY䤟<}( @3WvIzˢC@I-EY䤟<}( ?TDV]]D@I-EY䤟<}( C~7Y=Giϙ/D@I-EY䤟<}('Cgl;D(EI=w@E@I-EY䤟<}('DA HoE@I-EY䤟<} EXCzN4cK@2դN4r S5#PEv~I@7?@8o( M@q C5nL@7?@8o S f')F씅O@^6׊ME'Y֦JB3N<܃T@@!/a Gon]?:\pIȁ!@$QIX9ty(:H~ˆF@@!/a Gon]?@ .fObm'G@@!/a Gon]?@rTKMB?@VO2bBhVB( Ks 4FCE>@VO2bBhVB( J.6g>E <.=@VO2bBhVB( G Ɠ;HW[?JA@X!MlsY( J0FHjGԊF@H~ˆ( L}NDtG@ .fObm'( LC0BC"6l|>χ|>χ|>χ/D|>χ/z|>χ/|>χ/|>χ/|>χR|>χ/|>χ/|>χ|>χ/*|>χ/`|>χ/|>χ/|>χ|>χ8|>χ/n|>χ/|>χ|>χ|>χ/F|>χ/||>χ/|>χ|>χ|>χT|>χ|>χ|>χ/|>χ/,|>χb|>χ|>χ|>χ|>χ/:|>χ/p|>χ/|>χ|>χ |>χ/H |>χ~ |>χ |>χ |>χ/ |>χ/V |>χ/ |>χ/ |>χ/ |>χ. |>χd |>χ/ |>χ |>χ |>χ< |>χ/r |>χ |>χ |>χ/ |>χ/J |>χ/ |>χ/ |>χ/ |>χ/      !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~@ZPost-Manufacturing Customer Service Planning@o(If Warranty Service@orCreate method for tracking common problems and solutions@oAggregate best practices (solutions) - distribute to support services$@oCreate a method to track support issues versus product aspects @o(Train new resources1@ovMonitor customer support issues - look for common problems@oPost Launch '@oZIdentify customer service contact scenarios @o(Hire new resources @oJDefine Service Offering Requirements '-_a{\rtf1\ansi\ansicpg1252\deff0\deflang1033{\fonttbl{\f0\fswiss\fprq2\fcharset0 Arial;}{\f1\fswiss\fprq2\fcharset0 Calibri;}} {\*\generator Riched20 12.0.3417.1003;}\viewkind4\uc1\pard\f0\fs16 Services generally fall into two categories: Training and setup service for use of the product and warranty repair and replacement. The scale and scope of service is dependent on the type of product.\par \par For the first category, technical knowledge for the use of the product (such as a personal computer) is required. The manufacturer should consider whether it will provide this service or will ask retailers or third parties to offer them. In most cases, these services are performed by the retail outlet or third-party service firm as additional competitive product offerings. They are not typically required to be provided by the manufacturer.\par \par \pard\widctlpar\sa200\sl276\slmult1 Warranty service, however, is an expected\f1\fs24\emdash\f0\fs16 and typically required\f1\fs24\emdash\f0\fs16 offer from the manufacturer. In this case, the manufacturer can provide the service directly or contract with retailers and third parties to service the products for them. \par } @oXIdentify anticipated product problem points@oRIdentify typical product usage scenarios@oJEstimate demand for customer support@o>Estimate resource requirementsb@o.Resources Requirements 'b@o2Design Support Services ' @oLEstimate effort to hire new resourcesc@oCreate method for distributing common solutions to all support resources@obEstablish Continuous Improvement Processes (CIP) '@oMonitoring '$@oReview support data, determine which product aspects cause the most support incidents @oReview resource performance, determine which resources are the most effective@oRevise training materials based on data collected from customer service program@oBService Offering Review COMPLETE@oHDesign of Support Services COMPLETE@o6Resource Planning COMPLETE@o\Customer Service Program Development COMPLETE@o2CIP Preparation COMPLETE@o"Document results-_a@otDetermine required skill sets for various support options@o*If Help Desk Service@oInternal Support Service Planning (if support will be provided by manufacturer) '@oZSupport Service Planning and Design COMPLETE@o<Business Performance Planning 5@odDetermine business objectives of support services @o4Determine success metrics @oHDetermine cost efficiency standards @oNBusiness Performance Planning COMPLETE@oFService Delivery Planning COMPLETE@o,Certify new resources"@o&Program Deployment '@oZInternal Support Service Program Development '@o&Resource Readiness '1@oLPerform subject matter expert review @o@Build customer service programs@o^Perform user acceptance testing with customers @oNRevise programs and related processes @o6Acquire executive sign-off @onInternal Customer Service Program Development COMPLETE@oJResource Readiness Training COMPLETE@oJDeploy new customer service programs @o8Program Deployment COMPLETE@o@Post Launch Activities COMPLETE@oRead the note for an explanation of the purpose of this template{\rtf1\ansi\ansicpg1252\deff0\deflang1033{\fonttbl{\f0\fswiss\fprq2\fcharset0 Arial;}} {\*\generator Riched20 12.0.3417.1003;}\viewkind4\uc1\pard\sb100\sa100\f0\fs16 The purpose of this template is to identify the work needed to set up support of a new consumer packaged good. Consumer packaged goods (CPG) are consumable goods such as food and beverages, footwear and apparel, tobacco, and cleaning products. In general, CPGs are things that get used up and have to be replaced frequently, in contrast to items that people usually keep for a long time, such as cars and furniture. \par \pard Regardless of the product, consideration must be given to the type of warranty/guarantee that will be offered and how service will be provided to the consumer. Post-manufacturing service can be completely managed by the manufacturing company, outsourced to third-party repair companies, managed by retail organizations, or a combination of these. In general, all goods come with an implied warranty that the product is 'fit for use' as generally intended. The profit margin for CPG is typically very low, so manufacturers and retailers try to keep service costs as low as possible. This template should provide the basic steps needed to establish post-manufacture service.\par } @ovIdentify legal requirements for product warranty/guarantee @ovService Planning (if support will be provided by retailer) '{\rtf1\ansi\ansicpg1252\deff0\deflang1033{\fonttbl{\f0\fswiss\fprq2\fcharset0 Arial;}} {\*\generator Riched20 12.0.3417.1003;}\viewkind4\uc1\pard\f0\fs16 Retailers (especially the larger retailers) often provide customer return programs and service offerings to differentiate their company from their competitors. These programs will often exceed the warranty/guarantee requirements of the manufacturer and are sponsored and managed by the retailer. \par \par If the return program of the retailer does not exceed the manufacturer policies, the manufacturer can choose to negotiate with the retailer to provide services on their behalf.\par } @oService Planning (if support will be provided by a third-party service company) 'o{\rtf1\ansi\ansicpg1252\deff0\deflang1033{\fonttbl{\f0\fswiss\fprq2\fcharset0 Arial;}} {\*\generator Riched20 12.0.3417.1003;}\viewkind4\uc1\pard\f0\fs16 For certain types of consumer packaged goods (primarily electronics and high-end goods of this nature), it may be most cost-effective for the manufacturer to negotiate service contracts with service vendors that become authorized repair centers for the manufacturer. If this option is chosen, the manufacturer will want to create a service-level agreement that ensures the third-party vendor will adhere to the standards and requirements of the manufacturer.\par } @ozDefine and develop a training program for warranty personnel{\rtf1\ansi\ansicpg1252\deff0\deflang1033{\fonttbl{\f0\fswiss\fprq2\fcharset0 Arial;}} {\*\generator Riched20 12.0.3417.1003;}\viewkind4\uc1\pard\f0\fs16 This is a placeholder task that is used to identify the additional work required for training. Development of training programs is complex and is important enough to require a separate plan. Separate templates are available for development of training programs.\par } @oFDesign customer warranty materials@oDesign return/repair policy and procedures (based on service objectives)@odDefine and develop training program for help desk{\rtf1\ansi\ansicpg1252\deff0\deflang1033{\fonttbl{\f0\fswiss\fprq2\fcharset0 Arial;}} {\*\generator Riched20 12.0.4407.1001;}\viewkind4\uc1\pard\f0\fs16 This is a placeholder task that is used to identify the additional work required for training. Development of training programs is complex and is important enough to require a separate plan. Separate templates are available for development of training programs.\par } @oPNegotiate support program with retailerC A{\rtf1\ansi\ansicpg1252\deff0\deflang1033{\fonttbl{\f0\fswiss\fprq2\fcharset0 Arial;}} {\*\generator Riched20 12.0.3417.1003;}\viewkind4\uc1\pard\f0\fs16 This is a placeholder task that might require a separate project schedule. 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